Job Title: Spending Accounts Customer Service Specialist - SHR

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV 

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Spending Accounts Customer Service Specialist - SHR provides customer support and services to clients by completing tasks after interfacing with clients on the phone or through email. This role is responsible for day-to-day customer service and claims processing of Spending Account clients, and reports to the Spending Accounts Supervisor.

What You’ll Do

• Adjudicate and process claims according to client, IRS and corporate standards, and identify and resolve issues with claim submissions.
• Submit and resolve weekly client reimbursements (FSA, HRA, HSA) after consumers submit claims through the portal.
• Manage worksheets for online employee employer transactions; provide reporting to facilitate reimbursement.
• Process In-House HRA manual claim submissions (spreadsheets) for groups not on WEX.
• Enter employee enrollments.
• Update cheat sheets and other critical information to ensure plan details for all clients are recorded accurately.
• Handle Returned Debit Cards – find correct address and resend.
• Process Consumer Repayments for Invalid Expenses.
• Process HSA Contribution Files and HSA Transfers of Funds and Distributions, and HSA IDV.
• Communicate with clients, and answer and track phone, e-mail and paper employee and HR contacts issues.
• Update participant information into appropriate computer systems, using established office procedures.
• Manage client worksheets for online reporting back to employer.
• Talk with Spending Accounts participants and HR contacts by phone concerning their Spending accounts, claim reimbursements and eligibility.
• Work with tech support to resolve client issues.
• Create SPDs, NDTs and POP documents.
• Issue Debit Cards as Requested by HR and Consumer.
• Perform regular audits, looking for provider errors, following up on requested information by using client worksheets and Identify provider errors.
• Perform other duties as assigned such as assisting with EDI feeds.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Who You Are

• A high school graduate/GED Recipient. A graduate of an Associate’s and/or bachelor’s degree is preferred but not required.
• Someone with at least one year of professional work experience with phone customer service experience.
• Experience in benefits management, account management or customer service field preferred.
• Experience with reimbursement processing system (ex. WEX) preferred.
• Proficient in Microsoft Office and general computer skills, with a willingness and aptitude to learn new systems.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• Qualified candidates possess above average analytical and problem-solving skills, and attention to detail.
• An individual that understands the value of providing a high level of customer service.

Work Environment

Flores’ standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.  

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – Flores offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

Flores & Associates is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.